Member Services Associate

Customer Experience Operator

We see a world where every business relationship is empowered by a shared understanding of financial health. We help our clients build the most resilient supply chains in the world.

Our Member Services team helps onboard our clients' suppliers as members of the FHR Exchange, a secure network where companies can share and access powerful financial health analytics. We source financial statements from private companies so we can generate Financial Health Ratings for their enterprise clients. Want to help?

We're looking for a strong customer experience operator: someone who treats every interaction as a chance to make our process feel effortless for the person on the other end, even when the ask (sharing confidential financial data) is a hard one. The ideal candidate is a strong communicator and seller with sharp attention to detail, the ability to influence and overcome refusals, and a track record of running high-volume operational work without letting quality slip. You hold yourself to a higher bar than what's asked of you, you notice when a process is clunky before anyone else does, and you communicate a solution. Knowledge of how supply chains run is a huge plus. Own a hands-on, tactical role focused on client and member satisfaction and operational excellence. You will have the ability to:

• Expand your experience and make an impact by engaging with private companies around the world to enable their participation in our clients' risk management programs. You will work with senior management to facilitate the submission of confidential financial information, guiding these individuals through our programs, models, and processes and overcoming roadblocks efficiently and professionally.
• Develop into a program expert by introducing and explaining our business model, products, and processes to private companies. The candidate best suited for this role will have a seller's mentality and always push to "close the deal." They will also be comfortable moving quickly and managing multiple competing tasks and priorities simultaneously.
• Own your outcomes: track your own conversion and response metrics, spot patterns in where members drop off or hesitate, and bring ideas to the table for tightening the process rather than waiting to be told what to fix.
• Deliver a consistently high-touch, high-quality member experience across every channel email, phone, and in-platform messaging with the judgment to know when to follow the script and when a situation calls for something more tailored.
• Work with a highly engaged team that values employee input, management transparency, and entrepreneurship. RapidRatings is a place where you can make a direct impact, take pride in your work, and enjoy yourself.
• Earn a competitive salary, bonus potential, unlimited PTO, and comprehensive benefits.

*Salary $55,000 base + OT

To meet the basic qualifications for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future. Requirements to be considered include:

• Bachelor's degree
• Prior experience in a client interaction role, ideally in a high-volume CX/operations environment. Proven ability to interact professionally and effectively with clients and their suppliers
• Experience working with financial statements a huge plus
• Demonstrated ability to prioritize, organize, and maintain quality across high-volume work you don't let case count come at the expense of care
• Advanced proficiency with Microsoft Office suite
• Prior experience using CRM software
• Hands-on experience with Intercom or a comparable CX platform (Zendesk, Salesforce Service Cloud, etc.) comfortable working across workflows, macros, saved replies, and reporting to manage a high-volume queue efficiently
• Strong written and oral communication skills and the ability to communicate effectively across all levels, including both internally and externally with clients and suppliers
• Customer oriented: tactful, courteous, and unflappable under pressure
• Excellent diligence, critical thinking, and analytical skills the instinct to ask "why do we do it this way" and follow through on a better answer

Note: For anyone in the Greater Boston area, the expectation for this role is 3 days per week in the office to interact with other team members. For applicants outside of the Greater Boston area (90+ minute commute), the role will be considered fully remote.

Why join RapidRatings?

Here at RapidRatings we foster an environment where employees feel recognized for their contributions, appreciated for their individuality, and empowered to do their best. We know that bringing together employees with different backgrounds, perspectives and experiences sparks innovation, promotes better decision making, and yields the creative problem solving that's critical to our long-term success. We offer an attractive benefits package with bonus, flexible work environment, unlimited PTO, and much more. With us, you are not just a number we value people who are working hard and strive to make a real difference. Join our team to be a part of an industry-changing company and drive your career in the right direction.